PSS Patient Liaison

6 months ago

Fairfax Station, United States Inova Full time
Job Description

The Pre-Surgical Services (PSS) Patient Liaison communicates effectively and works cooperatively with patients and their families to initiate the testing form, schedule phone interviews and personalize care provided by the PSS team. Initiates and implement the process required for initial patient contact in the PSS process and meets or exceeds department productivity and quality assurance performance standards. Utilizes standards, guidelines and written procedures for performing Patient Liaison function.

Job Responsibilities

  • Demonstrates strong communication skills with a specific focus on customer service; Completes a high volume of scripted calls to patients while maintaining customer service focus.
  • Provides patients with support throughout the pre-surgical process by providing appropriate resources to patients and providing individual phone numbers for additional questions.
  • Schedules telephone interviews efficiently and accurately by following established guidelines; Utilizes testing forms effectively during scripted patient phone calls.
  • Demonstrates knowledge of insurance carriers to determine appropriate pre-operative testing sites for surgical patients.
  • Utilizes two identifiers to verify patient identity with each surgical procedure; Initiates the testing form and documents appropriately according to unit procedures and policies.
  • Achieves average daily productivity standards as set by department policy; Adheres to all established scripts for greeting/interview content required while demonstrating ongoing knowledge of all appropriate resources utilized to assist in the completion of the testing form.
  • Works with the team to manage over 110 received calls daily while completing over 90 calls daily; Schedules phone interviews required for each surgical procedure and/or procedure requiring anesthesia.
  • Utilizes standards, guidelines and written procedures for performing Patient Liaison functions.
  • Supports department performance improvement initiatives and assists with data collection in support of quality performance improvement initiatives.
  • Communicates with the Pre-Surgical Services (PSS) team and other hospital departments while remaining open to feedback and suggestions in order to identify opportunities for improvement. Identifies unit/department goals and supports the culture of Inova Health System.
  • Identifies and actively seeks members of the PSS department as resources to increase knowledge and seek validation of department guidelines and procedures.
  • Works cooperatively with team members to assist in completing the elements required for the complete chart 48 hours prior to days of scheduled surgeries.
  • May perform additional duties as assigned.
Additional Requirements

Education - High School diploma or equivalent

Inova Benefits and Perks:
  • Health, Vision, and Dental Coverage
  • Tuition reimbursement and Educational Assistance
  • Student loan assistance - up to $10,000
  • State-of-the-art medical and training facilities
  • Paid parental leave for birth/adoption of a child
  • Retirement benefits with match from day one
  • Free Parking to all employees
  • Exclusive savings opportunities to in-store events, theme parks, discounts, movie tickets and local offerings and so much more


See Full List of Benefits Here: 2023 INOVA BENEFITS GUIDE

About Us

We are Inova, Northern Virginia's leading nonprofit healthcare provider. Every day, our 24,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better - to shape a more compassionate future for healthcare.

Inova Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.

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